Manager-Customer Remediation Governance

You Lead the Way. We ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you ll learn and grow as we help you create a career journey that s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you ll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company s success. Together, we ll win as a team, striving to uphold our company values and powerful backing promise to provide the world s best customer experience every day. And we ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and lets lead the way together.

How we serve our customers is constantly evolving and is a challenge we gladly accept. Whether you re finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path.

American Express National Bank is American Express U.S. banking operation, representing more than 60% of the company s revenues through consistent payments, financing, and savings products. Led by the Chief Operating Officer, AENB HQ drives the administration of programs and services provided by AENB, in partnership with Bank affiliates and executive officers. In addition, the team is responsible for helping AENB attain all established operational and financial goals as well as ensuring ongoing adherence with laws and regulations governing Bank policies and procedures.
The AENB Strategy and Execution Team includes multiple functions within AENB HQ including AENB Strategic Plan and Bank Products, the Enterprise Project Management Office (EPMO), and the AENB Customer Remediation Strategy.
The objective of the Customer Remediation Strategy Team is to effectively serve as the business product owner of certain platforms and processes used to execute customer remediations and to establish centralized strategies and protocols concerning financial and non-financial remediations to ensure we deliver on our promises to customers in a complete and accurate manner.
The AENB Strategy and Execution Team is looking for a Customer Remediation Governance Manager that will ensure risk management is embedded in the day-to-day operations of the Customer Remediation Strategy Team. Their primary responsibility will be managing governance for critical platforms and processes relating to Customer Remediation. They will define governance and lifecycle requirements for remediations through published protocols that enforce consistent execution.
The successful candidate will be a strong compliance professional with a risk and control mindset that excels at cross-functional collaboration.

How will you make an impact in this role

• Contribute to a culture of ownership, process excellence, follow-through, and cross-functional collaboration.
• Business Management of the PRSA/RCSA(s) and controls applicable to the Customer Remediation Strategy Team.
• Support the day-to-day internal and external exam management process, including Second Line and IAG reviews and regulatory engagements.
• Implement specific procedures and additional standards (i.e., escalation protocols), related to the execution of Customer Remediation.
• Collaborate with other teams across American Express to ensure end-to-end view of AENB customer remediation is covered from a controls perspective.
• Monitor the integration of regulatory changes updates into the Customer Remediation framework and training materials.
• Maintain an external perspective on topical risk information, best practices and regulatory updates relevant to the AENB platforms.

Minimum Qualifications

• Bachelor s Degree
• Experience in risk management, compliance or audit (risk policies, procedures and controls).
• Understanding of critical risk management lifecycle activities.
• Highly motivated self-starter with outstanding analytical, problem-solving, written, and oral communication skills and a strong attention to detail.
• Project management skills, ability to prioritize and complete tasks.
• Ability to build strong relationships with all band levels and work effectively in a matrixed, collaborative team environment.
• Demonstrated ability to effectively engage, lead, educate, influence and collaborate to drive results.

Preferred Qualifications

• Experience with data analytics
• Issue management and/or customer remediation experience
• High degree of familiarity with SharePoint, PowerPoint, Word and Excel

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.